At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
So, what’s the role all about?
We are seeking an experienced Technical Manager to lead our Advanced Support function for a cloud-based product for Public Safety & Justice Customers. In this role, you will manage a skilled support team, oversee escalations, and work closely with Customer facing teams, Cloud Operations and R&D to resolve complex issues. Your focus will be on driving operational excellence, building team capability, and ensuring a seamless support experience for our customers.
How will you make an impact?
- Lead and mentor a team of Advanced and Senior Advanced Technical Support Engineers.
- Manage daily triage of new and ongoing cases, ensuring critical issues are prioritized and resolved promptly.
- Own incident analytics and reporting; deliver weekly case summaries and KPI updates to leadership.
- Partner with R&D and Cloud Operations to drive root cause analysis and implement long-term fixes.
- Oversee development of internal tools, utilities, and scripts to improve support efficiency.
- Identify skill gaps, organize training, and ensure the team stays current with technologies.
- Create documentation, best practices, and reusable assets for knowledge sharing across global support teams.
- Contribute to product roadmap and planning discussions, representing the voice of Support.
Have you got what it takes?
- 8–12 years of technical support experience, including at least 3 years in a leadership role.
- Strong troubleshooting and log analysis skills with hands-on experience in escalations.
- Proficiency in programming/scripting (e.g., C#, PowerShell).
- Expertise in API diagnostics, SQL, SOA services, and Microsoft Azure cloud platform.
- Proven ability to lead teams, handle high-pressure situations, and collaborate with cross-functional stakeholders.
- Excellent communication, leadership, and stakeholder management skills.
You will have an advantage if you also have:
- Scripting knowledge in Shell, PowerShell, or Python.
- Understanding of containerization (Docker) and orchestration (Kubernetes).
- ITIL Foundation certification or working knowledge of ITIL processes.
- Exposure to CI/CD pipelines and DevOps practices.
What’s in it for you?
- Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!
Enjoy NiCE-FLEX!
At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.
Requisition ID: 8502
Reporting into: Director of Engineering
Role Type: Tech Manager
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
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What We Do
NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.
